We'll acknowledge receipt of your complaint in writing shortly after receiving your complaint. We'll also call you where possible during this process.

We'll aim to resolve your complaint within 20 working days. If we can't, we'll explaining in writing why we need more time to reach a resolution.

If your complaint is better handled by another party such as a network company, meter company or other retailer, we may refer your complaint to that company on your behalf. We'll notify you that we've referred your complaint and provide you with the appropriate name and contact details.